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Reputation Management A Marketing Tool Jolene Sopalski

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Reputation Management

A Marketing Tool

Jolene Sopalski

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-What-Where-How

Reputation Management:

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Overseeing the reputation of a business by:

-Addressing any negative issues

-Utilizing positive customer feedback

-Keep a positive reputation in the marketplace

What Is Reputation Management?

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Go online to do additional research about products and services they are considering for purchase.

82% of consumers

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Where are they looking online?

-Apartment Ratings-Yelp-Foursquare-Twitter-Google+-Facebook

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80% of consumers say they have a changed

their mind about a purchase because of a negative review they

found online.

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use social media to vent frustration about a company.

46% of internet users

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Business owners must address any negative public

comments.

Don’t IgnoreThe Reviews

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Tools to Track Your Online Reputation

-Google Alerts -Trackur

-Board Tracker-Brandseye

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How you react is important to your online reputation success!

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Listen

To what your customers are saying about your brand!

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What is being said?What changes customers want?What are your strengths?What are your weaknesses?

Understand

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ClarifyMake sure you

understand what your customers are

telling you.

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ImplementMake changes to your business, employee training & products based on your customers feedback.

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Build Loyalty by letting your customers know that they have been heard & that you have implemented their suggestions.

Feedback

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Remember happy customers influence 9 others. Unsatisfied customers influence 17 others.

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If you stay vigilant you ensure your business’ focus is

always on the positive & your positive

reputation will stay at the forefront.